Gartner Glossary

Customer Engagement Center (CEC)

The CRM customer engagement center (CEC) market includes software applications used to provide customer service and support by engaging intelligently — both proactively and reactively — with customers by answering questions, solving problems and giving advice. The orchestration of intelligent customer processes through a CEC application is built around a case management record and process. It may include advisory services, problem diagnostics and problem resolution, account management, insurance claims handling, servicing of banking interactions, provisioning, and returns management.